3rd generation thermostat black screen, no lights

[TimC]

My 3rd generation thermostat suddenly just has a black screen but still appears to be working (well at least with the app anyway) . It also makes the right noises when you turn the dial round. 

Reset with a 10 second hold hasn't worked. It's plugged in via a USB cable through a base it stands on. 

I will disconnect it from the stand and plug the cable directly into its other port for the evening but I would appreciate any other tips you may have. 

Thank you, 

• Tim

[zoeuvre]

Hi TimC, 

Thanks for posting here in the Community forum, and I'm sorry to hear about the situation. Let me take a look at this for you.

It's good that you already plugged in the Nest Learning Thermostat display on a USB cable. I advise you to leave it for an hour while the thermostat display gains enough battery power to power on. Put the thermostat display back on its base, then let us know how it goes.

Best,

Zoe 

[TimC]

No change unfortunately. I even tried a new cable but no joy. Any other suggestions?

Thanks.

[Jenelyn_O]

Hi there,

Thanks for letting us know. We'd like to investigate this case for you. Please fill out this form and let me know once you're done.

I appreciate the help, Zoe.

Regards,

Jenelyn

[Jenelyn_O]

Hi TimC,

I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon.

Best,

Jenelyn

[TimC]

Hello, I'm still to hear anything. We've been away for a week and despite us showing as home our system is offline and the thermostat is non responsive. It is still flashing a small green light at the top but that's all it does and the reset still doesn't work. Infact, when you hold the screen down for 10 seconds the flashing green light flashed orange once before returning to green. 

[UanaC]

Hello there @TimC . I am sorry for my late reply and I'm really sorry to hear that you're facing issues with your thermostat. Can you please tell me if the display is still blank?

[TimC]

Yes, the screen is still blank.

The only way we have any hot water or heating is my manually turning on the heat link. Although, we have little control of the temperature. 

I have to admit that I am less than impressed with the responses to my initial post about the issue in the community forum and then my subsequent completion of the form to raise the issue further. At each stage I have been asked to state the same information and then have to wait a long period of time before getting asked further questions that receive the same answers. Is there a phone number I could call to escalate this?

[UanaC]

I'm really sorry and I do understand how frustrating this is and how long this has taken. I've got your form and we can proceed further. Can I please email you on the address you've completed in the form?

[TimC]

Yes, email is fine. 

Thanks,

Tim

[UanaC]

Just sent the email out. Is it okay if we continue the discussion over there?

[LarisaL]

Hi there, just checking in! Did you see the message from my colleague?

[TimC]

Hello, I am currently emailing Uana in the Google Nest Customer Care Team about my ongoing issues. 

[LarisaL]

Understood. In this case, I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, Larisa.